tasks in the background and even adding notes for completed actions .” Butterfield posits that this kind of automation for advisors will be imperative for more complex enquiries , effectively utilising the best of both human and machine intelligence in a way which delivers optimal customer outcomes . This use of multiple technologies , rather than a ‘ silver bullet ’ is where we are seeing increased traction in the market .

It could be argued that the need for ever-increasing levels of automation has never been made clearer than by the socio-economic effects of the COVID- 19 pandemic . Whereas previously a company could substitute human workforces with relative ease , the truly global impact of COVID-19 has highlighted for many enterprises the necessity of maintaining a good human-robot mix to ensure business continuity . “ I think from an automation perspective , it has really heightened the need for the ( nonhuman ) digital workforce to be a core part of just about every organisation ’ s strategy moving forward ,” states Butterfield . The other effects of the pandemic on ISG in particular have been maintaining compliance and regulation within a new paradigm of remote working . “ It ’ s extremely difficult to manage when

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EXECUTIVE PROFILE :

Wayne is an automation pioneer , thought leader and practitioner based in the UK . He heads up the AI & Cognitive Automation Practice for ISG globally and is responsible for all cognitive automation engagements in ISG , assisting its clients to make the move from basic RPA into the realm of AI Automation and beyond . aimagazine . com